Support Engineer

Job Description

• About Attentive: Attentive® is the AI marketing platform for leading brands, designed to optimize message performance through 1:1 SMS and email interactions. Infusing intelligence at every stage of the consumer's purchasing journey, Attentive empowers businesses to achieve hyper-personalized communication with their customers on a large scale. Leveraging AI-powered tools, a mobile-first approach, two-way conversations, and enterprise-grade technology, Attentive drives billions in online revenue for brands around the globe. Trusted by over 8,000 leading brands such as CB2, Urban Outfitters, GUESS, Dickey’s Barbecue Pit, and Wyndham Resort, Attentive is the go-to solution for delivering powerful commerce experiences for consumers with the brands they love. Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees! Who we are We’re looking for naturally curious, creative people that can think on their feet and enthusiastically tackle problems head on. As a Support Engineer you will work with our Client Strategy team to ensure service customers’ technical needs are met as our product offerings rapidly grow. You will serve as a key link between Client Strategy (CS) and Engineering, enabling CS to help their clients employ Attentive technology to achieve their marketing goals. Support Engineers communicate well and manage expectations with clients as well as internal stakeholders whether it be consulting our customers on how to to push the limits of the platform and maximize their value, or figuring out nuanced technical issues. Why Attentive needs you <li>Serve as a technical point of contact support resource for Client Strategy to assist in the resolution of technical requests, involving: Scoping net new or enhancing existing 3rd party integrations, helping clients use the full suite of our APIs and webhooks, improving client data quality, and identifying and actioning technical issues that arise from all of the above<li>Communicate with clients through a Client Strategist or directly through calls and meetings to best understand and identify customer issues and your role in addressing them<li>Translate customer feedback to engineering action, leveraging proper escalation routes to manage internal and external stakeholders’ expectations<li>Work cross functionally to triage and mitigate issues<li>Creatively problem solve to develop strategic, reusable solutions<li>Identify bugs and effectively escalate to the appropriate internal parties

Qualifications

• Affinity for problem solving and crafting creative, reusable solutions • Willingness to step out of your comfort zone to try/learn new things • Insightful, innovative and adapts well to a dynamic and fast-paced environment • BS/BA Degree or equivalent • Experience in MarTech/AdTech or a technical service environment not required but preferred.  • Strong communication skills; ability to explain technical concepts to non-technical people. • A critical thinker with the ability to logically and methodically investigate and problem-solve. • Code Aptitude: Ability to read and understand HTML/CSS is a plus • Familiarity with at least one programming and scripting language (such as JavaScript, SQL) is a plus • Familiarity with REST APIs and API documentation • Exceptional organization, prioritization, and time-management skills in a fast-paced and demanding environment. • Effective cross-department communication

Benefits

• Serve as a technical point of contact support resource for Client Strategy to assist in the resolution of technical requests, involving: Scoping net new or enhancing existing 3rd party integrations, helping clients use the full suite of our APIs and webhooks, improving client data quality, and identifying and actioning technical issues that arise from all of the above • Communicate with clients through a Client Strategist or directly through calls and meetings to best understand and identify customer issues and your role in addressing them • Translate customer feedback to engineering action, leveraging proper escalation routes to manage internal and external stakeholders’ expectations • Work cross functionally to triage and mitigate issues • Creatively problem solve to develop strategic, reusable solutions • Identify bugs and effectively escalate to the appropriate internal parties